Diversify Offshore Staffing Solutions
Diversify Offshore Staffing Solutions

Customer Insight & Experience Officer | Telstra  

Diversify Offshore Staffing Solutions

 
  • Taguig, Philippines
    27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2020-03-10T16:00:00+00:00
Job closed.

Job Description

The role is responsible in analyzing customer feedback alongside regularly communicating with customers over the phone to understand their experience in the retail stores.

Using the combination of written customer feedback and verbal communication with customers, the Customer Insights and Experience Officer will create reporting to analyst and highlight risk in the Retail ICT Channel.

The role is responsible for minimizing risk of poor customer experience in the Retail ICT Channel.

RESPONSIBILITIES:

  • Reviewing customer feedback (NPS Surveys, Google Reviews, Complaints)
  • Proactively contacting customers over the phone regarding their experience in the Retail ICT channel
  • Identifying high risk team members
  • Providing reporting on the insights identified from customer feedback and customer communication
  • Accessing different Telstra and Vita system
  • Providing support with reviewing Telstra reporting, i.e. making sure the reporting is accurate, identifying inappropriate sales behaviors, etc.
  • Highlighting variation in reports
  • Identify and investigate big impacts from reporting, i.e. Stores / areas / regions that are high contributors.
  • Read, review and build reports
  • Prioritizing work based on priorities as indicated by leader
  • Develop and maintain positive relationships with internal stakeholders such as the Operations team and Support Centre teams
  • Keep up to date with Telstra’s latest offers and plans.
  • Identifying and investigating sales behaviour in the retail channel
  • Providing appropriate guidance and support to customers
  • Reviewing reports and investigating data in multiple Telstra and Vita systems
  • Time management
  • Attention to detail
  • Prioritising workload and tasks
  • Providing accurate advice to stakeholders

Minimum Qualifications

  • Candidate must possess at least a Bachelor’s/College Degree
  • At least three (3) years of relevant work experience in Customer Service
  • Preferably with Telstra and Telco experience with a background in complaints management & billing
  • Applies a constructive approach to solving problems with minimal management and supervision
  • Can work in a fast-paced environment dealing with difficult and irate customers
  • Provide prompt and professional client service at all times
  • Organized and systematic in handling multiple tasks
  • Excellent interpersonal and communication skills (verbal & written)
  • Self-motivated, accountable approach, combined with strong sense of teamwork
  • Must be able to type 40 WPM (adjusted speed) with consistent accuracy

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://www.diversifyoss.com

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About Diversify Offshore Staffing Solutions

Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff. Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy. An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers. At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do. Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.

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